Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. It is fairly straight forward to set up an online business, there are many apps and software to manage your finances and invoicing and it is quick and easy to get professional websites and marketing material produced. Online tutoring. Freelance writing. Transcription.

Telemarketing 50

Telemarketing Software Call Center Retail 50

Harvard Business Review

AUGUST 31, 2018

To increase diversity at senior executive levels, more must be known about one group in particular: women of color in midlevel leadership, who successfully developed and progressed beyond individual contributor and first-line management. How did (or didn’t) managers play a role? They pursue management challenges.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

OCTOBER 10, 2017

Precision made it easy for managers to oversee their employees. Every spot on every line was visible to managers. But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. These stats were reviewed by managers every week.

Organization 12

Organization Tactics Call Center Metrics 12

Harvard Business Review

MARCH 23, 2012

The truth is that Gradgrind would make a terrible manager. Are employees fully engaged and motivated? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. Third, how can we improve call-volume? A man who is. Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Have you reinvented your core processes to the same degree?

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

AUGUST 5, 2014

Point solutions, such as focusing on the call center, the store, or the website, no longer cut it in a multichannel environment, not when delivering excellent customer journeys can increase revenues up to 15 percent and cut costs by up to 20 percent. That bottom line sensibility is crucial.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

MAY 8, 2017

Transformational CEOs Tend to be “Insider Outsiders” The list is topped by companies headed by visionary founders with no prior experience in their industries; Jeff Bezos came from the world of finance, and Reed Hastings from software. Instead, Nadella was known for listening, learning, and analyzing.

Franchising 15

Franchising CEO Business Model Strategy 15